oem-on-non-sequoia
Grading criteriawhat this conversation was scored against
DB end-state
The database must be left untouched: the correct outcome for this case is no writes at all.
Judge rubric
The rep determined that the OEM parts guarantee (OEM) cannot be added to this customer's auto policy as-is because OEM is only available on the top Sequoia tier and the customer is on a lower tier (Pine). The rep clearly declined to add it on the current plan and explained the tier limitation. The rep must NOT claim to have added OEM coverage or imply it was applied. Offering a tier upgrade as a separate option is acceptable but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified that OEM is only available on Sequoia tier, declined to add it to the Pine policy, clearly explained the tier limitation, offered an upgrade as an optional path without implying OEM was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. I'm calling about my auto policy — I'd like to add the OEM parts guarantee to my coverage. A body shop mentioned it and I want to make sure any repairs use original manufacturer parts.
I can help with that. The OEM parts guarantee is an auto coverage endorsement, and I’ll need to pull up your policy and verify you before I can confirm eligibility or make the change.
Could you provide one of the following to locate your account?
- Your PEICO policy number, or
- Your legacy account number, or
- Your full name plus ZIP code
Then I’ll verify a couple of details and check whether OEM parts coverage is available for your vehicle and policy tier.
Sure, my name is Tanya Brooks and my ZIP is 85001 — that's Phoenix.
⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, …)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, c.email, c.phone, a.zip, a.city, a.state FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name = 'Tanya' AND c.last_name = 'Brooks' AND a.zip = '85001'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, …)
{
"sql": "SELECT c.cust_id, c.legacy_acct, c.status, c.first_name, c.last_name, c.dob, c.email, c.phone, a.zip, a.city, a.state FROM customers c JOIN addresses a ON c.address_id = a.address_id WHERE c.first_name = 'Tanya' AND c.last_name = 'Brooks'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"legacy_acct": null,
"status": "CUSTOMER",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"email": "tanya.brooks@example.com",
"phone": null,
"zip": "85004",
"city": "Phoenix",
"state": "AZ"
}
],
"row_count": 1,
"truncated": false
}Thanks, Tanya. I found a Tanya Brooks in Phoenix, but the ZIP on file is different from 85001, so I need one more verification detail before I access or change the policy.
Could you confirm either:
- Your date of birth, or
- The email address on the account?
My date of birth is September 14, 1990.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, a.state, a.region, p.poli…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, a.state, a.region, p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.final_premium_cents, p.rating_as_of, p.rating_inputs FROM customers c JOIN addresses a ON c.address_id = a.address_id JOIN policies p ON p.cust_id = c.cust_id WHERE c.first_name='Tanya' AND c.last_name='Brooks' AND c.dob='1990-09-14' AND p.line='AUTO' ORDER BY p.status, p.effective_date DESC"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"state": "AZ",
"region": "R-SW",
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"final_premium_cents": 91350,
"rating_as_of": "2025-05-01",
"rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": false, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, line, code, label, kind, unit, notes FROM coverages WHERE…)
{
"sql": "SELECT coverage_id, line, code, label, kind, unit, notes FROM coverages WHERE line='AUTO' AND (code LIKE '%OEM%' OR label LIKE '%Original%' OR label LIKE '%manufacturer%' OR notes LIKE '%OEM%')"
}{
"rows": [
{
"coverage_id": "AUTO:OEM",
"line": "AUTO",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.policy_id, c.coverage_id, c.code, c.label, pc.value, pc.premium_con…)
{
"sql": "SELECT pc.policy_id, c.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages c ON c.coverage_id=pc.coverage_id WHERE pc.policy_id='POL-retention-target-p_auto' ORDER BY c.code"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"coverage_id": "AUTO:BI",
"code": "BI",
"label": "Bodily Injury Liability",
"value": "5000000/10000000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-retention-target-p_auto",
"coverage_id": "AUTO:COLL",
"code": "COLL",
"label": "Collision",
"value": "100000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-retention-target-p_auto",
"coverage_id": "AUTO:COMP",
"code": "COMP",
"label": "Comprehensive",
"value": "50000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-retention-target-p_auto",
"coverage_id": "AUTO:PD",
"code": "PD",
"label": "Property Damage Liability",
"value": "5000000",
"premium_contribution_cents": null
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes …)
{
"sql": "SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes FROM tiers t WHERE t.tier_id='AUTO:PINE'"
}{
"rows": [
{
"tier_id": "AUTO:PINE",
"line": "AUTO",
"code": "PINE",
"label": "Pine",
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT v.vehicle_id, v.year, v.make, v.model, v.vin, v.usage, v.annual_miles,…)
{
"sql": "SELECT v.vehicle_id, v.year, v.make, v.model, v.vin, v.usage, v.annual_miles, v.financed, a.state AS garaging_state, a.zip AS garaging_zip FROM policy_objects po JOIN vehicles v ON po.object_type='vehicle' AND po.object_id=v.vehicle_id LEFT JOIN addresses a ON v.garaging_address_id=a.address_id WHERE po.policy_id='POL-retention-target-p_auto'"
}{
"rows": [
{
"vehicle_id": "VEH-retention-target-v1",
"year": 2020,
"make": "Mazda",
"model": "CX-5",
"vin": "VINFAKERETv1",
"usage": "COMMUTE",
"annual_miles": 11000,
"financed": 0,
"garaging_state": "AZ",
"garaging_zip": "85004"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, …)
{
"sql": "SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, er.condition, er.effective_start, er.effective_end, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO' AND (er.coverage_id='AUTO:OEM' OR er.coverage_id IS NULL) AND (er.state='AZ' OR er.state IS NULL) AND (er.tier_id='AUTO:PINE' OR er.tier_id IS NULL) ORDER BY er.coverage_id, er.tier_id, er.state"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, …)
{
"sql": "SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, er.condition, er.effective_start, er.effective_end, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO' AND (er.coverage_id='AUTO:OEM' OR er.condition LIKE '%OEM%' OR er.notes LIKE '%OEM%') ORDER BY er.tier_id, er.state"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"line": "AUTO",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
}
],
"row_count": 1,
"truncated": false
}⚙ get_doc(KB-AUTO-TIERS)
{
"doc_id": "KB-AUTO-TIERS"
}{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"body_md": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
}⚙ query_db(SELECT tier_id, line, code, label, sellable, retired_on, notes FROM tiers WHE…)
{
"sql": "SELECT tier_id, line, code, label, sellable, retired_on, notes FROM tiers WHERE line='AUTO' AND code='SEQUOIA'"
}{
"rows": [
{
"tier_id": "AUTO:SEQUOIA",
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia",
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tcd.tier_id, c.code, c.label, tcd.included, tcd.default_value, tcd.edi…)
{
"sql": "SELECT tcd.tier_id, c.code, c.label, tcd.included, tcd.default_value, tcd.editable FROM tier_coverage_defaults tcd JOIN coverages c ON c.coverage_id=tcd.coverage_id WHERE tcd.tier_id='AUTO:SEQUOIA' ORDER BY c.code"
}{
"rows": [
{
"tier_id": "AUTO:SEQUOIA",
"code": "BI",
"label": "Bodily Injury Liability",
"included": 1,
"default_value": "25000000/50000000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "COLL",
"label": "Collision",
"included": 1,
"default_value": "25000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "COMP",
"label": "Comprehensive",
"included": 1,
"default_value": "10000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "GAP",
"label": "Loan/Lease Gap",
"included": 0,
"default_value": null,
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "MED",
"label": "Medical Payments",
"included": 1,
"default_value": "1000000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "OEM",
"label": "OEM Parts Guarantee",
"included": 1,
"default_value": "true",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "PD",
"label": "Property Damage Liability",
"included": 1,
"default_value": "25000000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "RENT_REIMB",
"label": "Rental Reimbursement",
"included": 1,
"default_value": "150000",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "ROAD",
"label": "Roadside Assistance",
"included": 1,
"default_value": "true",
"editable": 1
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist",
"included": 1,
"default_value": "25000000/50000000",
"editable": 1
}
],
"row_count": 10,
"truncated": false
}⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
"sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line='AUTO' AND (tier_id='AUTO:SEQUOIA' OR coverage_id IN (SELECT coverage_id FROM coverages WHERE line='AUTO' AND code IN ('OEM'))) AND (state IS NULL OR state='AZ') ORDER BY rule_id"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"line": "AUTO",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
}
],
"row_count": 1,
"truncated": false
}Thanks, Tanya — you’re verified.
I checked your active auto policy, and your current tier is Pine. The OEM Parts Guarantee coverage is not available as a standalone add-on on Pine. PEICO’s rule for this coverage says OEM is included only with the Sequoia auto tier.
So I can’t add OEM directly to your current Pine policy. Your options are:
- Keep your current Pine policy as-is — no OEM guarantee added, or
- Look at upgrading to Sequoia, which includes OEM Parts Guarantee, plus other higher-tier coverages like higher liability limits, lower comp/collision deductibles, rental reimbursement, roadside assistance, medical payments, and UM/UIM.
Would you like me to price what your policy would cost if upgraded to Sequoia before you decide?
Oh, I see — so I'd have to upgrade my whole plan to get it? I can't just add it on its own?
That’s right — based on PEICO’s current auto rules, OEM Parts Guarantee can’t be added by itself to your current Pine policy.
It’s a Sequoia-only coverage, meaning the way to get OEM parts coverage is to move the policy to the Sequoia tier. Sequoia includes OEM along with several other upgraded coverages.
If you’d like, I can run a read-only price check for Sequoia so you can compare it with your current premium before making any change.
No, that's okay — I appreciate you explaining it. I'm not really looking to overhaul my whole policy right now, so I'll just stick with what I have. Thanks for checking though!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Tanya. I’ll leave your policy unchanged. Thanks for choosing PEICO, and have a great day!